Organizational Challenge
A major telecom company in the APAC region was facing extremely high operational costs to maintain daily operations. They are one of the top 4G service providers in the nation with convergent pre-and post-paid offerings is the client.
Business Needs
The business need was to reduce maintenance costs with an integrated system, service availability, and consistent process.
1. The expense of operating day-to-day operations for the customer was relatively high.
2. Customer discontent was caused by a lack of IT/BSS knowledge.
3. Abysmal service.
4. Revenue leaks and incorrect bills.
4. Lack of availability of accurate and current client data.
Problem Statement
- The expense of operating day-to-day operations for the customer was relatively high.
- Customer discontent was caused by a lack of IT/BSS knowledge.
- Abysmal service.
- Revenue leaks and incorrect bills.
- Lack of availability of accurate and current client data.
Challenges faced
- It was necessary to stabilize the present System.
- The operational procedures that needed to be developed and controlled were absent and not coordinated.
- Opex needs to be significantly reduced.
- Data accuracy had to be guaranteed.
Proposed Solution & Approach
Stabilizing the current system was the first step
- Alignment of resources and processes.
- Establishing strict SLAs, keeping track of them, and continuously taking prompt remedial action
- The establishment of a governance team to oversee the entire procedure.
The next step was to develop robust operational processes using
- Clearly defined Standard Operating Procedures (SOP).
- By establishing operational teams with specified work boundaries
- We are launching an on-call support team and a 24x7 operations team.
Reduction in opex was brought about by
- Establishing an onsite-offshore paradigm to conduct business.
- Operating the majority of the activities from abroad.
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